Question 1

Universal Containers wants to implement a new Experience Cloud site to support its customers. It has

provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over 1 million registered customers to securely submit cases and view the status of those cases

• Ability for registered customers to save favorite Knowledge articles for easy access later

Options :

A : Implement a Customer Account Portal experience.

B : Implement a Help Center experience.

C : Implement a Microsite (LWR) experience.

Answer: A

Question 2

Universal Containers has recently implemented an Experience Cloud site to allow its

customers to create and update their cases online. Customers should only be able to access the cases

where they are listed as the contact, including cases created by the their behalf. support team on

What should a consultant recommend to meet the requirement?

Options :

A : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

B : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

C : An organization-wide default of Public Read/Write on the Case object

Answer: A

Question 3

Universal Containers has technical support and general customer service teams that use unique Service

Console applications.

Which configuration should a consultant use when deploying the console?

Options :

A : Assign the app to the User profile.

B : Assign a permission set granting the Service User license.

C : Assign the Service User license to their User record.

Answer: A

Question 4

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit

support requests instead of calling the customer service center. The product owner has asked the consultant to

create the implementation plan and research solutions.

What should the consultant do before creating an implementation plan?

Options :

A : Review Service Setup Assistant for Web-to-Case.

B : Review guidelines and limits for Web-to-Case.

C : Review Einstein Conversation Mining for Web-to-Case.

Answer: B

Question 5

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles

from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options :

A : Change the HTML format first to support subfields.

B : Create an HTML file for each rich text area field.

C : Modify the import parameters to specify HTML encoding.

Answer: B

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